New Delhi, Jan. 22 -- For years, speed was the benchmark of good customer service. Then personalisation took centre stage. As 2026 begins, a new standard is emerging, one that blends memory, reasoning, and empathy into every interaction. Zendesk's Customer Experience (CX) Trends 2026 report calls this shift contextual intelligence, and it is quickly becoming table stakes for brands operating in India's increasingly unforgiving digital marketplace.

The report, based on insights from more than 11,000 consumers, CX leaders, and service agents globally, captures a sharp change in customer sentiment. In India, expectations have risen faster than many organisations can keep up with. Nearly 80% of consumers say their standards for service are h...